Technical Support Specialist II

Position summary:

A Technical Support Specialist provides Level 2 & 3 technical support with a secondary emphasis of ensuring production and systems quality. You will use real-world feedback from support cases to drive hardware improvements and ensure every device leaving our facility meets the highest standards.

Essential functions and responsibilities:

• Customer Support & Troubleshooting:
• • Act as Level 2 & 3 technician for clients and staff, resolving complex hardware and software issues via phone, email, and/or remote access.
  • Diagnose and resolve system failures, connectivity issues, and device malfunctions.
  • Guide customers through initial product setup and configuration.
  • Install and configure computer systems, networking equipment and applications.
  • Provide input during the development of new projects, products.
• Hardware Quality Assurance:
• • Identify, document, and track hardware defects.
  • Conduct analysis on hardware failures.
  • Assist Hardware QA Lead with detailed test protocols for new and existing hardware components.
  • Maintain documentation of processes and procedures.
• Process Improvement & Documentation:
• • Maintain detailed logs of all support interactions and quality testing results.
  • Develop and update technical manuals, troubleshooting guides, and internal QA procedures.
  • Collaborate with the Design team to provide actionable feedback for future product iterations.

Success factors/job competencies:

• Written/Verbal Communication
• Collaboration/Team Player
• Self-Leadership
• Customer Service Orientation
• Attention to Detail
• Independent Judgment
• Organization
• Time Management
• Problem-solving
• Inquisitiveness
• Strong problem solver
• Ability and willingness to travel at times
• Comfortable with a fast-paced environment

Physical demands and work environment:

• Incumbent will be required to use a computer with keyboard, telephone or handheld mobile device for extended periods of time, and office machinery as needed.
• Individual may occasionally be required to lift, push, pull, and carry up to 50 pounds.
• Incumbent must be able to read, see, hear, and speak English.

Work Days and Shifts:

• Primarily 9am to 5:30pm on-site at our Development Lab.
• Prescheduled weekend and evening shifts will also occur, seasonally, and/or based on industry demand.
• Occasional travel required.

Education/Certification(s)/License(s) required:

• Minimum of an Associate's degree in related field
• Valid Driver's License.

Experience/Other required:

• 3+ years of system and network support.
• Functional knowledge of Microsoft Windows Server and Client operating systems.
• Proficient in storage technologies such as RAID, NAS, SAN, SATA, SAS.
• Functional networking knowledge including TCP/IP, DNS, WINS, DHCP.
• Documented security knowledge and experience.
• Commitment to high quality service to both clients and fellow team members.
• Ability to multi-task and shift priorities as needed.
• Excellent verbal and written communication skills.
• Ability to work independently with minor guidance.

Bonus skills:

• Experience with Switches, Routers, VLANs, VPN Devices
• Linux Systems
• VOIP experience
• SQL
• OpenTelemetry, Network Monitoring
• Experience in administering and deploying websites using IIS/Apache and SQL servers
• Scripting knowledge (e.g. Python)
• Interest in sports, participation at a higher level and knowledge of the sport and/or rules/officiating
• IT experience from a mission critical background such as athletics, financial compliance, military, or broadcast systems.

• 401k with matching company contribution
• Health, dental, and vision coverage
• Flexible work schedule

• Job Type: Full Time
• Location: Pittsburgh, PA
• Compensation: $55,000 - $75,000/year